ITIL Mission Statement: Key to Better Services

Many I&O leaders and customers see little value from investments in ITIL. Not getting the Return on Investment (ROI) you expect normally comes from using ITIL incorrectly. You, your staff, and your customers must share the same goals and understand exactly what to expect from your ITIL investments.

The goal of ITIL is not “business and IT alignment” or “competitive advantage from IT investments.” Instead, its first goal is to stabilize service operation. This builds a base for the second goal: increasing value through service optimization. You must have clear-cut, documented, and managed expectations for each activity, and order is vital. Success requires that you stabilize service delivery before trying to optimize. Focusing on the correct goal and linking each ITIL task to that goal is the correct use of ITIL.

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Cisco CCNA Service Provider Question of the Week

What is the main security threat to a closed network? A deliberate attack from the outside A deliberate or accidental attack from the inside An employee transmitting sensitive information to someone on the outside An employee getting a virus from a public website The correct answer is 2. With a closed network, there is no […]

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The Scoop on Hadoop: A Quick Look at the 2013 Hadoop Summit

Both the “briefcases” and the “backpacks” were out in force at the Hadoop Summit at the San Jose Convention Center June 26–27. Marketing types (the “briefcases”) and data scientists and hackers (the “backpacks”) showed up to discuss and show off all things Hadoop. The exhibition hall was a mix of established veterans, such as Salesforce, Yahoo, and Dell, as well as startups of varying degrees of maturity. Like many conferences focused on technology—and especially with enterprise-class server technology like Hadoop—nearly everyone was showcasing ways to make things easier to use and more accessible.

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